The cost of poor service:

Elsewhere on this site we have summarised five key economic truths that quantify the real costs of poor service.  This is the first step on the road towards building a customer-driven enterprise.  These principals form the foundation to the tools and calculators discussed below.

Tools and calculators:

The tools and calculators contained on these pages can help to provide an estimate of what your customers are worth, the revenue that might be at-risk in your organisation from current levels of customer satisfaction, and the cost of multiple customer call-backs that arises when customer expectations are not met.

You may have access to company-specific research data of your own, but where not, we have populated the calculators with data from some of our industry-wide studies.  By running these calculators with some of your own company's data the foundation to a company-specific model can be constructed that can help guide investments in service quality.

CTMA works closely with clients to develop client-specific financial modes as part of its customer experience baseline research.  Through sensitivity analysis, these models can help identify where investment in customer service might yield the best returns.

Resources and links:

We have also compiled a number of links to other on-line resources that may be helpful in your quest for building an excellent customer experience. more>>

Please remember though, if anything here is of interest to you, or if there is something CTMA can do to help make you and your organisation more successful, please get in touch.  We can easily arrange a time for an initial discussion (or even a casual chat) by phone, by Skype or in person.